Customer Care

**Position**: Customer Care - Warranty Coordinator

**Reports to**: Director, Customer Care

**About Us**

Aquilini Group (“AG”) is a diversified family business founded in Vancouver, BC more than 50 years ago with roots in the real estate development and construction industry. Today the company owns and manages an international real estate portfolio that includes commercial and residential properties, hotels, golf courses, vineyards and blueberry and cranberry farms. In addition to these ongoing pursuits, AG has expanded its holdings to include assets in the sports & entertainment, renewable energy, aquaculture, tourist attractions, restaurants and food & beverage industries.

This opportunity within our Real Estate Development division focuses on the needs of our new home buyers. Aquilini Development has delivered thousands of homes ranging from single family homes to townhomes to apartments, across the Lower Mainland and BC. Currently, our portfolio has a large component of master plan communities developed in partnership with the First Nations. We are proud of the work we are doing with our Indigenous Partners and strive to bring forth a more affordable option for homeownership in our market. One of our most recent completed communities is Tsawwassen Shores which is now fully occupied with over 550 families.

**Job Summary**

We are seeking a highly organized and customer-oriented individual to join our team as a Customer Care - Warranty Coordinator on a 8-month contract. In this role, you’ll support the current Warranty Coordinator in contacting homeowners, ensuring exceptional service throughout the warranty period. Reporting to the Director, Customer Care you will become a customer facing representative of the Aquilini Development brand.

**Primary Job Responsibilities**
- Support the Customer Care team in delivering an exceptional experience.
- Interpret warranty guidelines and standards accurately, providing homeowners with guidance on basic troubleshooting, maintenance, and operations.
- Utilize customer experience software for logging, tracking, assigning work, and maintaining KPIs.
- Coordinate with the Customer Care Representative and trades to schedule warranty service appointments with homeowners.
- Schedule and assist with conducting homeowner walkthroughs prior to completion, as well as key handovers at completion.
- Collaborate with construction and customer care teams to identify potential issues, trends, and areas for improvement.
- Cultivate and maintain relationships with trades and suppliers throughout the warranty period.
- Lead comprehensive home orientations for purchasers, demonstrating the operation of mechanical systems, explaining maintenance requirements and warranty periods, and identifying any deficiencies to be addressed before possession.
- Assist the Customer Care team in physically preparing for building completion by testing keys and fobs, re-inspecting units, placing gifts, and performing general light cleaning.
- Conduct key pick-up appointments with purchasers, providing keys, reviewing parking and storage, re-reviewing the unit, giving an overview of the new home warranty, and managing the signing of applicable paperwork.
- Create and send reports to homeowners, trades, construction teams, and other relevant groups as needed.
- Provide general administrative support as needed
- Other projects as needed

**Qualifications**

**Required Knowledge, Skills and Abilities**
- Customer service orientated personality with a firm but fair approach
- Passion for construction, real-estate development and community building
- Knowledge of New Home Warranty and BC Housing Residential Construction Guide
- Outgoing, strong verbal and written skills
- Self-motivated with the ability to work independently with mínimal supervision
- A team player, personable with a positive outlook on every situation
- Disciplined with time management, capable of working under pressure with multiple projects and tasks with simultaneous deadlines
- Proficient with Microsoft Office (Office 365)

**Required Training and Experience**
- Minimum 2 year work experience in customer service
- Minimum 1 year experience or relevant education in a construction related field or program
- Experience in residential construction, renovation, or restoration is preferred but not required
- Experience with Microsoft Office (Outlook, Word, Excel) and Construction related software

**Working Environment**
- Site locations are but not limited to:

- Tsawwassen
- North Vancouver
- Vancouver
- Work days could require extended periods of doing a repetitive task, standing, walking, kneeling.
- Work days take place both inside and outside during all weather conditions
- PPE provided

**BY JOINING AQUILINI, you will find**:

- A challenging work environment in which honesty, discipline, integrity, excellence, and teamwork are highly valued;
- Opportunities for development and growth.